PC “far from” Express

not the first bad “PCEx”perience

Placed a delivery order from superstore for delivery on Fri for a 5 - 6 pm delivery slot.

Fri 9 pm: No sign of my order. The app statuses vary - one says order received and another on another page says order being picked. I proceed to call the call centre and the pretty disinterested call centre associate tells me the store is closed and the order won’t be delivered today. Despite asking, they won’t escalate my grievance. I give up.

Sat 2 pm: To my disbelief, the order statuses have not changed. I call the call centre back and, long story short, a sweet lady personally checks with the store and comes back saying they will get it delivered soon and even offers me a choice of time slot to which a reply “asap!”

Sat 6:30 pm: Order’s not here yet. I call the call centre again and this time a rude and abrupt person directly transfers me to the store. The person supervising the orders coolly tells me the picking staff have all left for the day and he’ll get my order delivered to me tomorrow. At this point, I’ve lost it. I ask him how he couldn’t have gotten a pending order from the previous day to be picked and delivered on priority to which he coolly again responds that such orders aren’t visible to him (way to go overpaid Loblaw Digital team!). I asked him why he wouldn’t mobilise vast Loblaw resources to get me my order given they’ve repeatedly flubbed timelines. After much back and forth and exchange of words, he relents and (pretends perhaps) to talk to a manager and says they’ll make up by giving me a $150 gift card which I’d have to come to the store to collect personally. My rage doubles and I make him see why that’s a bad option. He gives in and sends a driver to deliver the gift card to me. I have gladly accepted the gift card. I’m still waiting on them to cancel my order.

Loblaw services are going downhill. Retail Ecom channels are typically well funded and run well. Loblaw took pride in running PC Express. Not anymore it seems and I really have no non-Loblaw options in my hood to switch allegiances to.

I’ve still not cancelled my PC Ex subscription but even if I did what other similar services can I really expect better service from? Voila (not Sobeys!)? Walmart (no US chains please)?